What to Look For in HIPAA-Compliant CRM Software

How CRM software is used in healthcare

CRM software offers a range of functions and uses for healthcare organizations. These systems can determine which patients might need additional care and those behind on follow-ups and tests. You can also use your practice’s CRM to manage patient prescriptions and appointments.

Increasingly, healthcare-focused CRMs are adding remote patient-monitoring capabilities. Additionally, a CRM can help private medical practices navigate the complexities of medical billing, improve their workflows and track patient complaints and internal challenges. Some healthcare facilities also use CRMs for marketing campaigns to attract new patients.

When do you need HIPAA-compliant CRM software?

All CRM software used in healthcare settings must comply with HIPAA. The law applies to all patient data with which healthcare providers interact. Title II of the HIPAA security rule explains regulations that healthcare providers must follow regarding patient data, including one rule each for transactions, identifiers, enforcement, privacy and security.

What makes a CRM HIPAA-compliant?

A CRM software platform is HIPAA-compliant if it ensures all patient data is confidential, backed up and securely stored. You must only transmit encrypted data and have complete control over the data in your system — that means no unauthorized intake, access, creation, storage or sharing of data.

You might also want to see if the CRM system has been certified by an organization specializing in information security and privacy. Furthermore, businesses should train employees on data protection and share guides on cybersecurity. Even if a CRM is HIPAA-compliant, security issues can still arise due to human error.

What to look for in a HIPAA-compliant CRM

These are the most important features in a CRM solution as they relate to HIPAA compliance. 

• Employee access: A HIPAA-compliant CRM should have safeguards to ensure different levels of employees have only role-appropriate access to patient data. For example, receptionists should only have access to basic identifying information, but nurses and doctors will need to see patients’ vitals as well.
• Data security: To be HIPAA-compliant, your CRM should have additional data security features beyond employee access measures. It should categorize data into tiers of security and automatically block access to employees based on their job role and the data level. It should also timestamp all data changes within the CRM and note the user who made the alterations.
• Data backup: Data loss is among the most severe consequences of a cybersecurity breach. A HIPAA-compliant CRM will guard against this problem by regularly backing up your data, perhaps to more than one location.
• Security alerts: The best HIPAA-compliant CRMs will alert you to data breaches almost instantaneously so you can quickly act on them. Rapid response to a data breach is critical for all businesses, particularly healthcare organizations dealing with sensitive and potentially lifesaving information.
• Cybersecurity knowledge: Although a CRM platform is a program rather than a person, anyone from the CRM company should be able to articulate the software’s cybersecurity strengths and weaknesses when they speak to you. Ask your sales representative to explain how the CRM handles endpoint security, patches, HTTPS and other areas of cybersecurity. Their answers will demonstrate how highly the company values HIPAA compliance.
• Success stories: A HIPAA-compliant CRM vendor should be willing and able to provide references and possibly case studies of healthcare providers who have had success with its HIPAA-compliant CRM services. You can reach out to references to learn more about the CRM’s HIPAA compliance features, and you should compare the case study’s solutions to your needs.
• Ability to scale: Because your practice may grow, it’s important to choose a HIPAA-compliant CRM that can work for healthcare organizations of all sizes. When you review the company’s client success stories, seek proof of work with larger healthcare organizations. Such a track record indicates the CRM will still be capable of serving your needs as your organization expands while providing the services you need when your practice is still on the small side.

Top CRM systems for HIPAA compliance

Below are some of the best CRM software programs if you’re concerned about HIPAA compliance and usage in healthcare settings.

Keap

Keap is a HIPAA-compliant, user-friendly CRM platform that’s well-suited for new and small healthcare organizations. You can use Keap to safely store and organize your patients’ information in a system that your team can access as needed. Thanks to its marketing tools, this solution is also useful for patient acquisition. Plus, Keap has added more than 2,000 apps to its library of compatible integrations, further expanding the software’s functionality. Read our Keap CRM review to learn about plans and pricing.

Freshsales

Popular CRM vendor Freshworks has a specific customer relationship management product for healthcare providers. The Freshsales Healthcare CRM is HIPAA-compliant by nature. You can use it at your practice to securely store schedules and patient data in one location rather than across several programs. With this centralized data hub, your patient satisfaction and internal workflows (including billing) are likely to improve. Find out more in our Freshsales CRM review.

Salesforce

Salesforce has long been a leader in the CRM field, and its HIPAA-compliant Salesforce Health Cloud solution is no exception. You can use this program to personalize the care and messages your patients receive from your practice. It can also help establish one-on-one connections between your staff and patients and make the insights it gathers about your organization more actionable. Note that payers, not just healthcare providers, can securely use Salesforce Health Cloud, which can streamline the payment process between you and your patients or their insurers. Check out our Salesforce CRM review for more details.

NexHealth

NexHealth is a HIPAA-compliant CRM that safely facilitates online scheduling, telehealth appointments, waitlists and appointment reminders. It integrates with most major electronic health record (EHR) systems and includes reporting features and secure patient payment portals. NexHealth’s package tiers boast valuable tools; some even have capabilities for marketing campaigns and automated follow-up appointment outreach.

PatientPop

PatientPop, another HIPAA-compliant CRM, has both internal and external features. It enables automated appointment emails, flexible online booking, patient surveys and a stronger online presence for your practice. It also fully integrates with most EHR, electronic medical record (EMR) and practice management platforms. As such, PatientPop is equally useful for enhancing the patient experience and finding brand-new patients as it is for streamlining your internal workflows.

Caspio

Caspio is a HIPAA-compliant CRM geared toward larger healthcare organizations. It allows for easy customization without in-depth coding. It’s a great choice if you want to grow your practice’s services beyond standard medical appointments. For example, if you want to expand into healthcare industry consulting or other non-patient-facing fields, Caspio facilitates this growth. That’s because this solution allows the creation of numerous interrelated online databases, all supported with robust security measures. 

>> Read Next: The Best Medical Software and The Best Medical Billing Services

Choose your healthcare CRM wisely

For healthcare organizations, CRM purchasing decisions are about more than just software selection. This is about a commitment to patient well-being and data security, both of which are critical for establishing trust in your practice. HIPAA compliance signals to your patients that their data is not just secure but treated with the utmost respect and confidentiality. 

Moreover, your CRM choice is an opportunity for business empowerment. The right platform can equip you with the tools to enhance patient care, streamline operations and foster meaningful connections. By selecting a CRM that aligns with your practice’s values and needs, you’re paving the way for a more efficient, patient-centered approach to healthcare.

Amanda Clark contributed to this article.